Reporting: Discussions by Queue
The ability to report number of created discussions/hour, by queue, is a highly desirable function.
EG Support Admin is in charge of taking customer complaints and prioritizing issues in the Lighthouse issue tracker. A report of incoming issues by Queue category would allow us to see (say a module of our site crashes) the impact it had on our support teams, and also see which site issues are causing the most revenue impact so we can prioritize our issue tracker effectively.
A "notify this support agent when the discussion creation rate in X queue is above X" function would also be pretty cool (If not, I might make a custom extension using Webhooks for this, but this reporting feature could prove useful to implement permanently in your codebase).
EG When a module does crash and the discussions created start to overwhelm our support team, an alert is sent out to the managers, who can start to immediately provide actions to remedy it. We currently use TeaLeaf for reporting technical site issues like this, but would like to extend this kind of functionality for our web support teams for things that we can't see looking through the server.
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1 Posted by cody.moniz on 07 Jan, 2011 02:36 AM
Better yet, I'd make it by querying the API you guys have (which I totally just read about, API's are awesome).
https://help.tenderapp.com/kb/api/queues. Unfortunately, no ability to count the amount in the queue (say, by state, like "open" and "new"). If you had that, you could implement the rate of growth by comparing the current value of open/new discussions to the last hour's open/new.
2 Posted by Tim on 12 Jan, 2011 06:30 PM
Hi Cody,
Your suggestion is well noted. One of the more "business intelligence" things we want to do when we expand reporting is to have notifications for variances -- when items in category X come in at a rate significantly higher than the last (hour, 24 hours, week, etc) send a special notification out to those subscribed.
I believe you can query the API for open items and list the total number based on the response, and then as you say every hour compare to the previous. Between the API and the CSV export, you can do a lot of analysis on the data that isn't built into the frontend of the dashboard; this is the reason we have the CSV export: for types of analysis that we haven't gotten to yet, and custom analyses for customers who want exotic reports.
That being said, this is something we intend to get to to build, but the timeline on it is uncertain. Our team is fairly small and our list of things to build is long.
So, long story short: we'd love to make this, but I can't estimate when we will be able to.
Thanks!
Tim
Tim closed this discussion on 12 Jan, 2011 06:30 PM.